Customer Service Team Lead

3 weeks ago

Wichita, Kansas, United States MCI Careers Full time

**Job Title:** Customer Service Team Lead - Wichita, KS

**Job Summary:** We are seeking an experienced Customer Service Team Lead to oversee and coordinate the daily operations of our customer service team in Wichita, KS. As a key member of our team, you will be responsible for ensuring that customer inquiries and concerns are addressed promptly and efficiently, and that the team meets or exceeds performance targets.

**About the Role:** This is a full-time position that requires a minimum of 3 years of total call center experience or 1 year of call center management experience. You will be responsible for supervising and leading a team of customer service representatives, providing coaching, training, and mentoring to team members, and fostering a positive and collaborative work environment. You will also be responsible for ensuring timely and accurate resolution of customer inquiries, issues, and complaints, and monitoring and evaluating customer service interactions to maintain high-quality standards.

**Responsibilities:**

  • Supervise and lead a team of customer service representatives.
  • Provide coaching, training, and mentoring to team members.
  • Foster a positive and collaborative work environment.
  • Ensure timely and accurate resolution of customer inquiries, issues, and complaints.
  • Monitor and evaluate customer service interactions to maintain high-quality standards.
  • Handle escalated customer concerns and find appropriate resolutions.
  • Responsible for driving the growth of revenue and profit originating from a call center.
  • Monitor and analyze key performance indicators (KPIs) to assess team performance.
  • Implement improvement plans as needed to achieve service level objectives.
  • Identify areas for process improvement within the customer service workflow.
  • Prepare regular reports on team performance, customer feedback, and key metrics.
  • Ensure consistent and accurate communication with customers.
  • Directs workforce management activities and sets performance goals and objectives accordingly.
  • Be a subject matter expert on your client's business.
  • Manage remote employees as needed.

**Requirements:**

  • Minimum of 3 years total call center experience or 1 year call center management experience.
  • Associate's degree or equivalent combination of education and relevant work experience.
  • Exceptional interpersonal & communication skills.
  • Strong supervisory experience including staff development.
  • Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
  • Superior knowledge of call center tools and technology used to manage KPIs and SLAs.
  • Possess practical conflict resolution skills (both customer and agent conflict).
  • Proven leader with advanced time management, planning, organizational and multitasking skills.
  • Ability and eagerness to learn new products and system.
  • Ability to work in a professional, fast-paced environment.
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets.
  • Clear, concise, and practical communication skills (both oral and written).
  • A solution-oriented and positive mindset that openly embraces change and stretches goals.
  • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
  • An ability to hold team members accountable for job performance including adherence, KPI's, and process.

**Estimated Salary:** $55,000 - $65,000 per year, depending on experience.

**Benefits:** We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

**Location:** Wichita, KS

**About MCI:** MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are proud to be an equal opportunity employer and welcome diverse candidates to apply.

**How to Apply:** If you are a motivated and dedicated individual with a passion for customer service, please submit your application, including your resume and cover letter, to our online portal. We look forward to hearing from you

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